Received damaged laptop and return is proving a nightmare

[3907alex]

I added a laptop to my account as a Christmas present for my son. It arrived with a damaged outer box but hoping it would be well packaged I accepted delivery. On unpacking the item it became clear the screen was damaged. Within 6 minutes I notified EE who assured me that they would replace the item the next week. By that evening I had a return call telling me this replacement would now not go ahead and I needed to raise the issue with DHL as they delivered the item. I called DHL and was advised it was not something they could help us with as we did not arrange the delivery and only EE could sort the issue. I called EE back that evening and replayed this information only to be told there was no manager and I'd be called back. This call came a few days later where I was told that there was nothing that could be done. When I suggested further that the item arrived damaged and I was at no fault I was instructed on how to arrange a return. I completed the return request online and have been waiting for the email to tell em how to return the item. So imagine my surprise when yesterday (nearly 3 weeks on from my initial call about the item) I was called by EE and told that they would not deal with the return and instead I needed to call the courier responsible for delivery Exertis and raise the complaint with them. Oddly enough as yet I have not been able to reach this company at all

As an EE customer for 18 years I am absolutely at a loss on how the company can issue so many conflicting details, can refuse to deal with an item that they sold and can leave me responsible for the incompetence of delivery companies

The stress this is causing is dreadful as we attempt to deal with a costly item that I cannot use or return but am still liable for the costing despite making the damage known almost instantly on delivery and being originally told it was a simple return just for this to go on so long and be told multiple different times it is sorted when clearly it isn't 

[Linzi_H]

Hi @3907alex 

Welcome to the community.

I'm sorry you've had so much conflicting information about this, and I appreciate how stressful this whole thing must have been for you. 

Have you opened a complaint? If so, have you requested this to be escalated?

What are the next steps now since speaking with us last? 

Linzi 

[3907alex]

Yes a complaint has been raised and we have requested escalation, all the above comments are in relation to the supposed escalation of the complaint but still no one is giving us clear instruction

When we spoke to a manager and arranged a return on the 14/15th November we were assured the issue was all resolved and we're hear back from collections as to how to return the item yet here we are once gain being told this cannot happen. After three weeks I am baffled as to why we were only told this information about dealing with the courier yesterday. As of now we have still been unable to make any contact with the courier company Exertis and quite frankly are left wondering if this is yet another delay tactic used to not deal with this issue.

As I brought the item through your website and the payment contract is with yourselves I do not see why we are being told only a third party can deal with the issue. According to the Consumer Rights Act 2015  my legal contract is with you the retailer, who I have purchased the goods and not the courier. Therefore I fail to see why we are being asked to follow this route as legally the responsibility lies with EE and no one else

[Linzi_H]

Thanks for letting me know @3907alex 

How long ago did you request to escalate your complaint? Do you know when the team is getting in touch?

Linzi 

[3907alex]

The escalation happened prior to the 14th November and resulted in being told it would go to collections and an email would be sent for return details. 

We then received a call last night to say this was not going to happen and we had to speak with the courier instead. We asked for it to be escalated once again as we did not agree with this process for the reasons stated above (being that our contract is with yourselves) and the EE employee refused saying this could not happen until we had spoken with the courier company.

This is not satisfactory and is doing nothing but making our whole experience of EE customer service more stressful. The team have not given any indication that they will discuss the matter further and have said there is nothing else they can do. As previously mentioned we have not been able to speak to anyone at the courier service but neither do we believe this will resolve the issue when the contract is with yourselves and not the courier. 

[Linzi_H]

So I can give you the best advice @3907alex, have you added this to your mobile number as an Add To Plan product or have you purchased this through the EE Store online? Normally our delivery service would be DPD, which is making me think you've bought this from the online store directly.

If there has been some different advice from our team, I am wondering if you've been speaking with the right people to get this resolved. 

Linzi 

[3907alex]

This was an add on product and the delivery service was DPD so it makes no sense what we are being asked to do.

I have managed to speak with the additional courier as requested by the EE team but yet again they are not able to help as our contract sits with the retailer, EE, and not with the courier service

[Linzi_H]

It definitely seems like there is some confusion here @3907alex 

I'm not too sure why the team is asking you to reach out to DHL and other delivery services if this was delivered through DPD. Also if an item arrives damaged, this wouldn't necessarily be our standard process, which makes me think you've ordered from the EE Store online and it's not been purchased as an Add To Plan.

I would suggest calling us directly, asking what stage your complaint is at, and asking for further support.

Linzi 

[3907alex]

I have been on a call again with EE today who yet again tell me you can do nothing about the return

If calling EE resolved the issue I would not still be waiting for a resolution. 

We asked yesterday for further support and were offered none other than told to call a third party

At this point I need contact information of someone who can help as no one on the phone lines seems able to help

[chistery]

Did you pay for it on a credit card? If so you might be able to raise it with them too under Section 75